Video Troubleshooting and Firewall Settings

If you and your client are unable to connect in a video session, please follow these steps:

1. Verify DL/UL internet speeds are >4 on speedtest.net
2. Verify you are using the Chrome or Firefox web browser
3. Restart the session by refreshing the page or closing the window and then navigating back to the login page to log in and check back into the session. 
4. Check that the version of the browser is up-­to-­date
   1. How to update Firefox
   2. How to Update Chrome
5. Clear your browser history (include cookies/cache)
   1. How to in Firefox
   2. How to in Chrome
6. Fully quit the browser application and then reopen it
7. If you are still experiencing issues, try starting the session in a different browser (ie. if you were using Firefox, switch to Chrome or vice versa)

A firewall can block various aspects of the session, such as the audio and/or the video. If your audio or video isn’t working consistently, this could indicate a firewall issue. If you or your client are unable to connect due to firewall issues, please follow these steps.

1. To make a Firewall exception, please contact your internet provider (or whoever supplied your network router) and make sure port 80 and port 443 are open (If you own the router, this may require you to login to the router to open the ports - you should be able to figure out how to do this via the router website or manual)
2. For more specifics around Firewall and Security settings click here to view IT Considerations & Best Practices for Telehealth Implementation